CSM Magazine

DECEMBER 10, 2021

Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization. Bank, Wells Fargo, United Health Group, numerous credit unions and manufacturers.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. It is not a mental exercise, but requires literally walking in the customer’s shoes through the service in question. These are the things that participants don’t mention in surveys or focus groups. Process improvement methodologies and discipline.

Customer Experience 127

Customer Experience Banking Journey mapping Education 127

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. B2B journey mapping is more complex.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

RapportBoost

DECEMBER 10, 2018

From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. So, without further introductions, let’s go ahead and get started. Tony: Absolutely. Any other memorable keystone? So, like one of our clients in Comm.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. I’ve seen several big wins in the banking industry. Customer Journey Maps. Take part in a brief survey. Evan Kirstel. Lutz Remmers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Pointillist

JULY 25, 2018

‘Thinking in journeys’ is important when it comes to data integration for customer journey analytics, as explained in detail in step 4 below. Has a journey mapping exercise ever been conducted? If recent, these journey maps can provide starting points to start discovering important customer journeys.

Analytics 43

Analytics Metrics Government Journey mapping 43